Community Forum

Internet drops for 5 seconds every ~20 minutes.

Highlighted
Regular Visitor

Internet drops for 5 seconds every ~20 minutes.

For the last several weeks I have been experiencing consistent outages every 20 minutes that last for approximately 5 seconds. I have confirmed it is across multiple devices, and both ethernet and wifi are affected. I have spoken to tech support and after 2 calls to convince them everything was not fixed, had a technician out. The tech said everything looked ok, but the signal could be improved a bit. However removing a splitter or 2 and replacing the modem resulted in no change to the problem. 


The outage is for only ~5 seconds every 20 minutes or so. During this downtime my connection to the router is still responsive, but externally it is not. I have confirmed this through ping logs. From this I believe the issue is further up the line.

 

 I have images of my connections during the downtime in my public album but adding them to this post does not seem to work.

 

Downstream
Channel Bonding Value
Index
29
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
30
31
32
193
 
 
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
657 MHz
489 MHz
495 MHz
501 MHz
507 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
555 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
663 MHz
669 MHz
675 MHz
690 MHz
6.12E+08
SNR
41.9 dB
42.8 dB
42.6 dB
42.6 dB
42.6 dB
42.8 dB
42.6 dB
42.8 dB
42.9 dB
42.8 dB
43.0 dB
42.9 dB
42.8 dB
42.9 dB
43.0 dB
43.0 dB
42.9 dB
43.0 dB
42.9 dB
43.0 dB
42.8 dB
42.7 dB
42.7 dB
42.5 dB
42.6 dB
42.5 dB
42.3 dB
42.2 dB
42.0 dB
41.7 dB
41.6 dB
41.0 dB
41.2 dB
NA
Power Level
-7.1 dBmV
-7.6 dBmV
-7.6 dBmV
-7.6 dBmV
-7.6 dBmV
-7.4 dBmV
-7.3 dBmV
-7.1 dBmV
-7.1 dBmV
-7.0 dBmV
-6.9 dBmV
-6.9 dBmV
-6.8 dBmV
-6.9 dBmV
-6.6 dBmV
-6.8 dBmV
-6.8 dBmV
-6.6 dBmV
-6.8 dBmV
-6.5 dBmV
-6.5 dBmV
-6.7 dBmV
-6.6 dBmV
-6.7 dBmV
-6.6 dBmV
-6.7 dBmV
-7.0 dBmV
-6.9 dBmV
-7.2 dBmV
-7.3 dBmV
-7.3 dBmV
-7.4 dBmV
-7.0 dBmV
NA
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
OFDM
Upstream
Channel Bonding Value
Index
1
2
3
4
 
Lock Status
Locked
Locked
Locked
Locked
 
Frequency
38 MHz
32 MHz
26 MHz
19 MHz
 
Symbol Rate
5120
5120
5120
5120
 
Power Level
49.5 dBmV
48.8 dBmV
48.3 dBmV
48.0 dBmV
 
Modulation
QAM
QAM
QAM
QAM
 
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
 

 

CM Error Codewords
Index

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

Unerrored Codewords

3.97E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.32E+09

3.97E+09

Correctable Codewords

0

0

0

0

0

1

1

0

0

0

0

0

0

0

0

2

10

15

16

0

0

0

9

16

11

1

1

1

1

0

0

1

0

Uncorrectable Codewords

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

0

 

 

Highlighted
Expert

Re: Internet drops for 5 seconds every ~20 minutes.

The downstream power is on the weak side and the upstream power is on the high side and it / they may be intermittently fluctuating even farther to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Highlighted
Regular Visitor

Re: Internet drops for 5 seconds every ~20 minutes.

Thanks EG, I'll definitely try that.

AFAIK the splitter situation should be set up that was, as I have no other uses for the coax connection.

I'll have to go in the attic to check and be sure to give each connection a good cleaning and report back!

Highlighted
Regular Visitor

Re: Internet drops for 5 seconds every ~20 minutes.

Sadly, going through and checking the connections / cleaning them doesn't seem to have done much. Still getting consistent drops every 20 minutes.

Highlighted
Expert

Re: Internet drops for 5 seconds every ~20 minutes.

O/k then As per my last comment, you should get a tech out to investigate. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. Good luck with it ! Please post back with how things turn out.




I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Highlighted
Regular Visitor

Re: Internet drops for 5 seconds every ~20 minutes.

So yesterday the internet was out for about 5 hours in an unplanned outage. When service was restored I no longer had my issue. It was definitely something upstream, and I assume what they had to fix in the outage was the cause.

Not the answer other people are probably looking for though, sorry.

Highlighted
Expert

Re: Internet drops for 5 seconds every ~20 minutes.

Thanks for posting back !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!